Customer Satisfaction Survey: Volunteer Training Overview Fall 2018 Alliance for Senior Care Communities Thank you for volunteering to help us administer our annual customer satisfaction survey to our residents and members. To standardize our communication and help you understand your role, the Alliance for Senior Care Communities has created this brief overview. We hope that any questions you have right now, will soon be answered. If you still have questions at the end of this training, please ask your supervisor.

Why do we conduct surveys? Important customer feedback What we do well, what we can improve upon Trust and communication The right thing to do So participants feel comfortable being honest Speaking to a volunteer might feel less intimidating Why use volunteers instead of staff? Collecting feedback from our customers is important. This survey will tell us what we do well and what we can improve upon. It also shows our customers that we value their feedback, which encourages trust and communication. We also believe it’s the right thing to do. Why do we ask volunteers to help conduct the survey instead of staff? So that people feel comfortable giving honest feedback. Participants may feel intimidated talking to staff, and may think they need to answer a certain way. By talking to volunteers like you, they are more likely to be open and honest. Your role is important!

What you should know It’s anonymous 34 questions First 6: Staff Performance Others: Customer Satisfaction About 15 minutes to complete Rating scale: 0 through 10 Here are a few things you should know: First, the survey is anonymous. Participants do not have to give their names. At the end of the survey, they may choose to share their contact information, but they are not required to do so. There are 34 questions on the survey, plus a few optional questions about demographics. The first 6 questions are related to how consistently they see our staff living our values. The rest are based on their satisfaction in a number of areas. All of the questions are relatively short and simple, and the whole survey should take about 15 minutes to complete. It’s okay to take more or less time. The survey asks participants to rate how consistently they see particular behaviors happen. The scale is 0 through 10, where 0 is Not At All Satisfied, and 10 is Extremely Satisfied. You’ll be given a visual scale that you can show participants to help them choose an answer. If the person wishes not to answer a question, or does not have an opinion on it, select N/A

How to approach a participant Participants have been pre-selected Be respectful: knock, introduce yourself, and say why you’re there Ask one question at a time, speaking slowly and clearly Last question: Do they wish to be contacted? OPTIONAL. Thank them for their time We have preselected a group of residents that we believe will be willing and able to take the survey. For those who do not take it themselves, we will ask their families to respond on their behalf. When approaching a resident to take the survey, please remember to be respectful. Knock before entering their room, introduce yourself by name, and explain that you’re there to help them take a brief survey. If they’re willing to take the survey, you may begin. If it’s not a good time for them, try again later. If they simply do not want to take the survey, thank them and let your supervisor know. Ask one question at a time, and speak slowly and clearly. You may need to repeat yourself to make sure the person hears and understands you. At the end of the survey, ask if they would like someone to contact them to discuss their feedback. If they say yes, make sure you record their name. If not, their survey will remain anonymous. When the survey is complete, thank them for their time and leave their room.

How to use the electronic survey platform Tap the icon on your device Tap “Next” or “Previous” Ensure understanding; use visual scale if needed Log answers by tapping the number, or N/A Answer questions until survey is complete If you forget to answer, it will appear in red Click “submit” You can access the survey electronically by clicking on the appropriate icon on the tablet or device you’ve been given. Once you click on the icon, you will see a welcome page which brings you to the first question. There is no need to log in with a user name or password—the survey will begin immediately. To go to the next page of questions, hit “next” on the bottom right of the screen. To go to the previous page, hit “previous”. Ask each question one at a time. Make sure the participant understands the question and you understand their response. Use the visual scale if it will help them select an answer. Log their answer to each question by tapping the appropriate number on the scale. If the question doesn’t apply, or they have no opinion, select N/A. Help the resident answer as many of the questions as they can, one at a time until the survey is complete. If you forget to answer a question, it will appear in red. Make your selection before going on to the next page. When the survey is complete, click “submit”.

If you hear something that concerns you Report it to your supervisor immediately so we can investigate Safety of our residents is our top priority By helping conduct the survey, you will be privy to information that the participant shares about their experience living with us. If you hear or see anything that concerns you, or that indicates abuse or neglect, report it to your supervisor immediately so we can investigate. The safety and well-being of our residents is our top priority. We don’t anticipate that you’ll encounter this, but we want you to be prepared. Thank you in advance for your help on this project. It will help us build a stronger community and continue providing the high-quality care and service that our customers deserve. Thank you!